Massachusetts Bay Transportation Authority×PULSE INSIGHTS

20,000 public comments told you riders are anxious about the bus redesign. Here's how to answer them in real time.

Prepared for the MBTA Technology Innovation Department. Built around the TID's existing FullStory + GTM stack and the Regional Rail complexity window.

Projected savings · MBTA
$750,000
68,900 deflected calls/year during the redesign rollout window
A MBTA rider, in their own words

“Spent 30 minutes on the website trying to figure out my new route. Gave up and texted my friend who also rides the T.”

Library

Personalized Research Report
Personalized Research Report

MBTA's Personalized Transit Digital Friction Report

Mapped to the Bus Network Redesign Phase 1 launch and the 20,000+ public comments already filed.

May 2026Open →